Customer Success Manager

Job Title:Customer Success Manager

Location: Remote – India

• About Us

Supy

• Role Overview

Customer Success Manager (Remote – India)

primary point of contact for restaurants using our platform

• Key Responsibilities

• Onboarding Restaurants:

  Guide restaurants through smooth onboarding, ensuring seamless integration and adoption of Supy’s solutions.

• Restaurant Engagement:

  Act as a trusted advisor, providing insights to optimize inventory management and procurement.

• Driving Product Adoption:

  Train and support restaurant teams on features aligned with their operations.

• Relationship Management:

  Build and nurture long-term partnerships with stakeholders across restaurant teams.

• Resolving Issues:

  Proactively identify challenges and deliver tailored solutions, liaising with Supy’s internal teams.

• Upselling and Renewals:

  Spot opportunities to expand Supy’s impact and secure renewals.

• Feedback Sharing:

  Relay restaurant feedback to the product team to continuously improve the platform.

• Performance Reporting:

  Monitor and analyze KPIs, preparing reports that demonstrate ROI.
• Key Performance Indicators (KPIs)

• Restaurant Retention Rate

  – Ensure high satisfaction and minimal churn.

• Net Promoter Score (NPS)

  – Drive strong customer advocacy.

• Product Adoption Rate

  – Increase engagement with core features.

• Renewal Rate

  – Achieve strong renewal targets.

• Upsell Revenue

  – Contribute to revenue growth.

• Resolution Time

  – Resolve issues promptly within SLA commitments.

Experience:

• 3+ years in

  Customer Success

  or

  Account Management

  within B2B SaaS, hospitality tech, or POS/restaurant tech.
• Prior experience as a

  Cost Controller

  in restaurants is a strong plus.

Industry Knowledge:

• Deep understanding of restaurant operations, procurement, and cost management.

Skills:

• Strong interpersonal and communication skills.
• Ability to manage multiple restaurant accounts effectively.
• Analytical mindset; skilled at using data to drive decisions.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot).

Technical Knowledge:

• Basic understanding of SaaS platforms and APIs (preferred).

Customer Focus:

• Passionate about helping restaurants succeed through technology.

Education:

• Bachelor’s degree in Business, Hospitality Management, or related fields preferred.
• Application Instructions

2–3 minute Loom video

1. Why do you believe you’d be a great fit for Supy?
2. Share an example of when you helped a restaurant or hospitality client improve cost control, inventory management, or overall success.
3. Supy CSMs often manage multiple client onboardings at the same time. How would you ensure every client feels supported and successful?